Author: Sandra Radlovacki

Brands Lose Customers the Second Product Information Stops Making Sense

Shoppers are becoming far more decisive and far less forgiving when product information fails to meet their expectations. New findings from Akeneo’s 2025 PX Pulse survey reveal that the moment product details become confusing, incomplete, or inconsistent, customers leave. They...

Friendly Fraud: The Fastest-Growing CX Problem in Digital Commerce

It might be tempting to dismiss the phrase as a paradox: “fraud” that’s “friendly”? Yet for merchants, it is anything but benign. Friendly fraud (sometimes tagged as “chargeback fraud” or first-party misuse) refers to situations where a customer makes a...

Infobip Expands Branded Calling ID to Combat Rising Fraud Calls in North America

Infobip is expanding its Branded Calling ID (BCID) capabilities across North America as fraudulent and spoofed calls continue to erode consumer trust. The company is strengthening its voice portfolio and partnering with major U.S. telecom providers to make BCID easier...

Calabrio: Agents Are Carrying More Than Ever, Leaders Need to Step Up

The pressure on contact centre teams has grown significantly in recent years. Customer issues are more complex, expectations are higher, and AI is transforming day-to-day work faster than many organisations can support. This context framed Calabrio’s session at the Contact...

8×8 Makes the Case for Frictionless CX at Contact Centre Expo

At this year’s Contact Centre Expo in London, 8×8 began by laying out a simple premise: customers expect conversations that carry across channels seamlessly, without losing context or momentum. The session, “Frictionless by Design: Modernising Customer Experience with CPaaS”, was led...

GoHealth and Second Nature: The AI Partnership That Cut Employee Training Time in Half

At this year’s Contact Centre Expo, co-located with Customer Experience Expo UK in London, GoHealth’s Senior Vice President of Talent Operations, Jay Fortuna, described a transformation inside a business where precision, empathy, and regulatory compliance are non-negotiable. GoHealth, a major Medicare...

Flipdish Turns the Phone Into a Profit Engine With Its New AI Agent

Restaurants know the phone can be both a lifeline and a bottleneck. Orders, questions, last-minute changes and customer requests all come through the same line. When staff are stretched, calls frequently go unanswered, and those missed moments translate directly into...

AI Is Resetting the Role of Research Inside Modern Organisations, Survey Reveals

Market research is entering a phase where influence inside organisations is no longer earned through tenure, experience, or process discipline. According to Qualtrics’ new 2026 Market Research Trends report, the real dividing line is whether teams have moved beyond basic...

What Happens When Insight Stops Sitting on a Shelf? Viasat Found Out

Behind Viasat’s gold win for Best Innovation in CX at the UK Customer Experience Awards 2025 is a simple but striking question: what happens when a company with thousands of insight reports finally unlocks all of them for every employee,...

AI Can Help Customers Shop but Flexible Payments Help Them Stay

Holiday shopping always reflects the mood of the moment, and this year that mood is split between curiosity and caution. Shoppers are leaning into technology in ways that would have seemed unlikely only a few seasons ago — asking AI for...